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- Buffalo, NY
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Customer Service Representative
The Panther Group • Buffalo, NY
Posted 1 month ago
As a Customer Service Representative, you will assist current customers through inbound and/or outbound calls answering their questions and concerns about products and services. Your overall goal will be to retain customers and expand business by providing excellent service in a professional and consultative manner.
§ Responds to inbound inquiries and concerns of applicants via telephone and e-mail in a fast-paced, call center environment
§ Troubleshoots potential problems with web-based applications including application status, completion updates, and billing inquiries
§ Accurately follows service-specific guidelines to provide all applicants with a pleasant and efficient experience
§ Responding to and resolving client concerns – escalate applicant and client issues, as appropriate
§ Meets quantitative and qualitative standards as set by department
§ Analyze and verify confidential coursework credentials for secondary institutions’ applicants
§ Enter missing coursework, degree information and grades missed by applicant
§ Update application entries for audited and planned-in progress credits
§ Analyze coursework to match compliance according to accredited organizations’ GPA requirements
§ Conduct research of academic coursework descriptions of national educational institutions
§ Alert applicants of any significant changes in core coursework that may change GPA calculations
§ Request pending grades and conferred degree dates through written communication
§ Closely monitor applicant entry deadlines to enforce quick turnaround of missing information
§ Coach colleagues in logically identifying required coursework entries on complex transcripts
§ Clearly communicate instructions to applicants to re-enter coursework accordingly
§ Enter data, grades and course titles missed by applicant
§ Comply with strict standard verification operations and metrics requirement
§ Collaborate with customer service department in resolving escalated client calls
We are looking for Customer Service Representatives who are motivated and professional, with a strong work history and a desire to grow professionally within an organization. You should also have strong analytic and problem-solving skills, with the ability to effectively multi-task and meet deadlines in a fast-paced environment. It is also important that you display excellent communication and interpersonal skills, and the ability to articulate and explain information clearly.
Additional qualifications for the role include:
§ Bachelor’s degree strongly preferred
§ Prior inbound call center experience strongly preferred or equivalent experience in customer service role
§ Demonstrated experience with MS Office Suite and web-based information
§ Strong interpersonal, written, and verbal communication skills
§ Demonstrated attention to detail while meeting/exceeding daily expectations for quality and quantity
§ Ability to advocate for applicants and clients